During my early years, I was overwhelmed by so many trainings, SOPs, and processes. Only after my later years I learned what quality is really about. Gary fundamentally helped me and many others have a very different and more insightful/helpful/easy perspective about this topic.

Listen and learn while we talk about the following points:

• During your first years in the industry - how did you think about quality? What did it mean to you?
• What are the key parts of quality today for you?
• How does this understanding of quality differ from being compliant to SOPs?
• Have you seen an example where a person was compliant to SOPs but didn't deliver quality?
• How can we increase quality as defined in this episode in our organization?

References:

Demmings book "Out of the crisis!"

The 14 points of Demming!